Customer Service Specialist - Aflex

Job Title: Customer Service Specialist - Aflex

Location: WMFTS - USA - Supply - Devens, MA

Location Type: On‑Site

Website:

Group:

When you join Watson‑Marlow Fluid Technology Solutions, a part of the Spirax Group, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential.

Watson‑Marlow Fluid Technology Solutions is part of the Spirax Group, a FTSE
100 and FTSE4

Good multinational industrial engineering group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping, and associated fluid technologies.

We are looking for a talented Customer Specialist to be the liaison between our internal Aflex production and planning teams, and to provide first‑class customer service to internal and external customers. The Customer Specialist is a critical link between our site and our customers, ensuring satisfaction, a positive brand experience, and supporting the company’s overall success.

In this role you will enjoy the challenge of thinking on your feet, making decisions quickly and efficiently with little supervision. You will also serve as the first point of contact for Aflex‑related questions from our sales office and ensure a smooth coordination of quote‑to‑shipment of Aflex orders by obtaining lead time from the factory, confirming stock position with our warehouse, closely working with our planning team about manufacturing capacity, confirming sales orders using ERP system in a timely manner, and following up with production to ensure on‑time shipment to our customers.

You will also prepare quotes on pricing, availability, and estimated shipping cost with support from other departments, provide customers with tracking information for their orders, and research and handle customer inquiries and complaints to resolve issues in a punctual manner.

You will collect and share customer feedback with relevant departments to enhance product and services, stay updated on new products and services, and perform other duties as assigned by manager.

• Review sales orders for accuracy in Microsoft Dynamics AX, calculate sales pricing, and coordinate with planning team to confirm orders based on material availability and capacity.
• Review customer requirements for hose assembly requests and utilize Microsoft Dynamics AX to configure the BOM and issue quotes to sales office.
• Provide prompt, accurate, valid, and complete information to customer inquiries via phone, email, MS Teams, and Dynamics 365 CRM.
• Handle complaints, troubleshoot problems, and when necessary, escalates complex issues to management along with possible suggestions for improvement.
• Collaborate and coordinate with colleagues across multiple departments and the manufacturing site in the UK to achieve optimal solutions for our customers.
• Use different Microsoft products such as Dynamics 365 CRM, AX, Teams, Excel, and Power BI in your daily work.
• Retrieve and prepare documentation for customers such as certificate of conformance and material test reports when needed.
• Work with after‑sales team at sales office and quality team to remedy issues experienced by the customer and issue return authorizations as needed.
• Participate in our #1 priority: the health, wellbeing, and safety of our colleagues, contributing to the creation of a strong safety culture.
• Live our company values by exhibiting professionalism, ethical practice, professional courage, influence, inclusive work, commercial drive, and a passion for learning.
• Other duties as assigned.

All levels of the organization.

• High School Diploma / GED. Professionally qualified in business, communication, or related fields preferred.
• At least 2–4 years of experience in a process‑oriented production environment as Customer Support, with a demonstrated customer satisfaction and problem‑solving track record – Required.
• Proficient in English and able to understand written procedures to quickly learn and adapt company policies, procedures, and products offered – Required.
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